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Overview

The Privacy tab lets you configure agent-level data retention behavior. Use it when one agent needs stricter or different retention than your account defaults in Trust Center.
These settings control how long itellicoAI stores your data. They do not affect third-party providers (such as OpenAI or ElevenLabs) who may retain data for their own purposes — for example, for abuse prevention or audit compliance. Review each provider’s data retention policy separately.

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Where to Configure

  1. Open an agent in AI Agents
  2. Go to Privacy
  3. Review Data Retention

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Current Data Types

The current Privacy tab shows retention settings for:
  • Transcripts: messages and conversation events
  • Call Recordings: audio recordings of conversations
  • Analytics - Goals: goal achievement results and reasoning
  • Analytics - Insights: AI-generated summaries, ratings, and extracted information
  • System Prompts: AI agent prompt content (no PII)
  • IP Addresses & Location: client IP and derived location where available
  • Customer Numbers: phone numbers of callers and contacts

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Retention Choices

The current dropdown options are:
  • Do not store
  • 24 hours
  • 30 days
  • 90 days
  • 6 months
  • 1 year
  • 2 years
  • Keep forever
Not every option is available for every data type. For Transcripts, Analytics - Goals, and Analytics - Insights, the UI first asks what to store:
  • Do not store
  • Store anonymized transcript only or Store minimized results only
  • Store original transcript or Store full results
If you store anonymized/minimized or full data, choose the retention duration in the second dropdown.

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Zero-retention support

Do not store is available for:
  • transcripts
  • recordings
  • analytics - goals
  • analytics - insights
  • system prompts

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Minimum-retention guardrails

The following data types currently require at least 90 days:
  • IP Addresses & Location
  • Customer Numbers

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Expiry Actions

Each row also lets you choose what happens when the retention period ends:
  • Delete
  • Anonymize where supported

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Data types that support anonymization

  • transcripts
  • analytics - goals
  • analytics - insights
  • IP addresses & location
  • customer numbers

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Data types that only support deletion

  • call recordings
  • system prompts

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Reset to Default

If a row has custom agent-level settings, the UI shows a reset action. Use Reset when you want that data type to follow the account-level Trust Center policy again.

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Relationship to Other Privacy Controls

The Privacy tab also includes:
  • Pre-call Announcement for playing a recorded notice before the agent listens
  • Recording Opt-Out for letting callers stop recording during a live call
Recording Opt-Out is only shown when recording storage is enabled. If recordings are set to Do not store, the recording opt-out control does not appear.
  1. Set broad account defaults in Trust Center
  2. Only set agent-level retention where a specific agent truly needs different rules
  3. Test recording behavior if you change recording retention
  4. Keep your public and contractual privacy statements aligned with the effective policy

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Next Steps

Trust Center

Configure account-level defaults and data requests

Pre-call Announcement

Play a notice before the agent starts listening

Recording Opt-Out

Let callers stop recording mid-call

Phone Testing

Validate retention-dependent call behavior before launch